Direct Bill Manager

Who are we?

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries. People join Howden for many different reasons, but they stay for the same one: our culture.

Its what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities - work / life balance, career progression, sustainability, volunteering - you'll find like-minded people driving change at Howden.

We are seeking a Direct Bill Manager in Charlotte, NC with a hybrid work schedule.

The Direct Bill Manager oversees Direct Bill operations for Health & Benefits and Private Client portfolios at Howden Specialty LLC, ensuring the timely collection, reconciliation, and processing of carrier and vendor statements. The position oversees offshore reconciliation activities, resolves billing and commission discrepancies, monitors aging and outstanding balances, and drives the timely resolution of unapplied cash and other at-risk items. Working closely with carriers, producers, account managers, clients, and Finance, the role ensures accurate revenue recognition, transparent reporting, and effective escalation management.

The individual serves as a key operational and stakeholder liaison, delivering exceptional service, maintaining strong business relationships, and supporting the highest standards of accuracy, accountability, and professionalism.

• Oversee end-to-end Direct Bill operations, principally for Health & Benefits and Private Client portfolios, ensuring timely and accurate statement collection, reconciliation, and processing, with clear escalation protocols in place where required.
• Manage the collection of carrier and vendor statements, directing the offshore team to complete account reconciliations and month-end processing with markets and clients within agreed timelines.
• Identify and resolve discrepancies between carrier commission statements and agency management system records, ensuring commissions are accurately posted and applied to the correct policy and client accounts.
• Monitor direct bill aging and outstanding balances, following up with carriers and internal teams to clear unapplied cash and past-due items in a timely manner.
• Provide regular reporting and transparency into aging items, including clear visibility for stakeholders and timely escalation of at-risk or long-outstanding balances.
• Manage carrier portal access and credentials, ensuring regular and timely downloading of statements to support reconciliation and reporting timelines.
• Partner with producers, account managers, and Finance to resolve client billing discrepancies and support accurate commission accrual and revenue recognition.

• Build and maintain strong relationships with internal and external stakeholders, serving as an effective escalation point when needed; this includes principal support for the Health & Benefits and Private Client portfolios.
• Respond to business and customer requirements with agility, professionalism, and sound judgment, while upholding the highest ethical standards in all interactions.

• Maintain accurate, up-to-date system records and deliver accounting operations, KPI reporting, and management information.
• Use data-driven insights to steer execution priorities, identify escalation needs, and communicate effectively through clear data storytelling.
• Lead assigned initiatives and actively contribute to cross-functional projects.
• Oversee account reconciliations performed by the offshore team with markets and clients, ensuring issues are identified, investigated, and resolved efficiently and accurately.
• Respond to account-related inquiries promptly and in line with defined service standards.

• Ensure compliance with company policies, procedures, and all applicable legal and regulatory requirements.
• Maintain accurate records and ensure HR and T&C documentation is current and properly authorized in line with internal processes.
• Monitor and assess regulatory and legal developments impacting IBA operations, implementing appropriate operational responses as needed.
• Stay informed of relevant legal, regulatory, and market changes affecting the role and the business.

Qualifications:

In-depth understanding of the Direct Bill lifecycle, including statement collection and reconciliation, within an agency management system; hands-on Applied Epic tactical experience is highly desirable. Proven experience in accounting operations, preferably within an IBA or comparable agency environment.

• Experience leading and managing an offshore team responsible for reconciliation and month-end processing,…